CT Logger Lite

CT Logger

CT Logger is a comprehensive range of voice recording solutions covering
the full needs of businesses, from the small one-man enterprise to large
corporations and municipalities. Loggers are available in various
configurations with a wide selection of features. These recording
solution are one of the more cost-effective logger options in the
South African marketplace today.

In addition CT Logger offers you agent evaluation and screen capture
facilities. All the actions on an agent’s screen are captured to video.
This is a powerful tool for agent evaluations. You can see what the agent
was doing on the screen while listening to their conversation with the client.

Screen Recordings

The success of any business depends on how well it interacts with
its customers. Screen recording is becoming more essential in contact
centres, especially where transactional recording is required. Ekisa
screen recording is a solution to monitor, record and improve contact
centre agents' performance.

Agent Evaluation

Knowing how your agents perform is vital to any contact centre environment.
Two Agent Evaluation options are open to you. CT Agent Evaluation is shipped
with CT Logger and provides a basic solution for evaluating agents. QE2 is a
fully integrated third-party option which provides full agent evaluation as well
as coaching and work force management.

CT Agent Evaluation

RealConnect’s CT Agent Evaluation is an entry level option shipped with CT Logger. This
add-on feature enables the user to create agent evaluation forms, perform initial
evaluations based on recordings of agents, perform re-evaluation of evaluations
and extract reports of evaluations. Reports may be used to combine several evaluations
over time to obtain progress evaluation.

Different types of responses ranging from simple Yes/No responses to free text are available

Ability for managers to re-evaluate agents

Listen to conversation and watch a screen recording

Quality Evaluation System (QE2)

QE2, was developed to meet the increasing demand for fast and effective paper-free
appraisal of performance and quality in the contact centre. The QE2 performance
analysis solutions have been designed to enable contact centre managers to obtain
an intelligent and balanced view of performance based on statistical data from a
range of sources. QE2 offers a unified view of quality and call handling performance.